The Scuba Gym Australia Ltd

Registered Charity — Australian Charities & Not-for-profits Commission

Complaints Procedure

Our commitment to fair, transparent and accessible handling of all complaints.

Policy Owner: Board of Directors                  Version: 1.0             Effective: April 2026               Review Date: April 2027

SECTION 1

Purpose

The Scuba Gym Australia Ltd ("the Charity") is committed to handling complaints fairly, promptly and confidentially. This procedure outlines how any person — including members, volunteers, staff, participants, donors and members of the public — can raise a concern about the Charity's operations, services, people or governance.

This procedure has been developed in accordance with the ACNC Governance Standards and the Complaints Handling Model Policy recommended by the Australian Charities and Not-for-profits Commission (ACNC).

SECTION 2

Our Principles

Accessible & Simple

Anyone can make a complaint. The process is free, clearly explained and available in alternative formats on request.

Fair & Impartial

All complaints are assessed on their merits. The person handling the complaint will have no conflict of interest and both parties will have an opportunity to present their perspective.

Confidential & Safe

Personal information is protected and shared only with those who need it to resolve the matter. No person will suffer retaliation for making a complaint in good faith.

Timely

We aim to acknowledge complaints within 5 business days and resolve them within 28 business days. If more time is required, we will keep you informed.

Accountable & Transparent

We will explain our decisions and use complaints as an opportunity to learn and improve.

SECTION 3

What You Can Complain About

You may make a complaint about any aspect of the Charity's operations, including the conduct of staff, volunteers or board members; the quality or safety of our programs and services; how we manage funds or resources; a breach of our policies, code of conduct or governing documents; or any other matter relating to the way the Charity is governed or run.

Contact Details

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Post: Complaints Officer, The Scuba Gym Australia Ltd, [Insert Registered Address]
In Person: Speak to any staff member or board member at our premises.
Phone: [Insert Phone Number]

When making a complaint, please provide your name and contact details (anonymous complaints will be accepted but may limit our ability to investigate or respond), a clear description of the issue including dates, locations and people involved, any supporting documentation, and the outcome you are seeking.

SECTION 5

Complaints Handling Procedure

Step 1 — Acknowledgement

We will acknowledge receipt of your complaint within 5 business days and provide you with a reference number and the name of the person handling your complaint.

Step 2 — Assessment

The Complaints Officer will review the complaint and determine whether it can be resolved immediately, requires further investigation, or should be referred to an external body.

Step 3 — Investigation

If investigation is required, all parties will be notified and given a fair opportunity to respond. Where a complaint involves a staff member, volunteer or board member, that person will be informed and supported through the process. An independent mediator may be engaged where appropriate.

Step 4 — Resolution

We aim to resolve complaints within 28 business days. You will receive a written summary of the findings, the decision made and any actions the Charity will take. If we need more time, we will notify you of the reason and the revised timeframe.

Step 5 — Learning & Improvement

All complaints are recorded in a complaints register reviewed by the Board. We use the information to identify trends, improve our policies, services and training, and prevent similar issues from arising in future.

SECTION 6

Complaints About Board Members

If your complaint involves a member of the Board of Directors, it will be handled by a board member who is not the subject of the complaint, or by an independent person appointed by the Board. If the complaint involves the entire Board, it should be directed to the ACNC (see Section 8 below).

SECTION 7

If You Are Not Satisfied

If you are dissatisfied with the outcome, you may request an internal review by writing to the Board Chairperson. The review will be conducted by a person not involved in the original decision. You will be notified of the outcome within 21 business days of the review request.

SECTION 8

External Referral

If the matter remains unresolved or relates to a potential breach of the ACNC Act or Governance Standards, you may raise a concern directly with the ACNC.

Australian Charities and Not-for-profits Commission

Online: www.acnc.gov.au/raise-concern
Phone: 13 ACNC (13 22 62)
Post: ACNC, GPO Box 5108, Melbourne VIC 3001
Please note: The ACNC accepts complaints relating to alleged breaches of the ACNC Act and Governance Standards. The ACNC does not generally investigate internal disputes or matters relating solely to service quality. Anonymous complaints may also be lodged with the ACNC.

SECTION 9

Support & Duty of Care

The Scuba Gym Australia Ltd recognises its duty of care to both complainants and any person who is the subject of a complaint. All parties will be treated with respect and kept informed throughout the process. No person will be disadvantaged or subjected to any form of retaliation for raising a complaint in good faith.

SECTION 10

Policy Review

This complaints procedure is approved by the Board of Directors and will be reviewed annually to ensure it remains effective and aligned with the ACNC Governance Standards and applicable Australian laws. The most current version is published on our website and available upon request.